Operations Manager

Capgemini; Inverness; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Disability Confident Employer

Hybrid working

Wellbeing programs

Job summary

Capgemini is seeking an experienced Service Centre professional to lead Resolver Teams and deliver services against SLAs in a hybrid working environment in the UK.

You will develop, manage and maintain client relationships, escalate operational issues, and drive continuous service improvements, mentoring Team Leaders and developing staff while ensuring security checks are completed for new joiners.

Qualifications

• Experience in a technical service centre environment.
• Proven leadership and staff management experience.
• Strong communication and interpersonal skills.
• Ability to manage and develop Resolver Teams.

Responsibilities

• Deliver services to agreed SLAs and ensure quality outcomes.
• Liaise with key contacts to maintain strong client relationships.
• Act as escalation point for operational issues raised by Team Leaders and service contacts.
• Continuously revise and evolve services to meet new delivery methods and business needs.
• Develop, manage and maintain effective working relationships with client contacts.
• Provide a structured, open environment and support Team Leaders to grow and improve service delivery.
• Communicate regularly with staff to keep them informed of client activities.

Skills

Service Request process

Communication

Leadership

Team management

Staff development

Written skills

Interpersonal skills

Organization

Job description

About the job you’re consideringReporting to the Service Centre Manager, you will already have a proven track record working in a technical service centre environment.If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).Your roleYour responsibilities will include:Overall responsibility for the successful delivery of services, working to agreed SLAsLiaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts and act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contactsEnsure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirementsDevelop, manage and maintain effective working relationships with all service contacts including:Provide a well-structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skillsConduct effective staff management of Team Leaders to ensure their development needs are metCommunicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in all relevant client-related activitiesYou can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.Your skills and experienceKnowledge of Service Request process desirableGood communication skillsLeadership SkillsAbility to manage and supervise Resolver TeamsAbility to manager and develop staffGood written skillsStrong inter-personal skillsWell organisedWe are a Disability Confident EmployerCapgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:Declare they have a disability, andMeet the minimum essential criteria for the role.Please opt in during the application process.Your security clearance and pre-employment checksTo be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance .To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).Make it real – what does it mean for you?Flexibility to work your wayYou will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.Your wellbeingYou’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.Shape your pathYou will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.Shared energyYou’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.Why should you consider Capgemini?Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.About CapgeminiCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com